Austral Mortgage Charter

Our Commitment to You

Austral’s Customer Charter contains 7 promises that encompass Austral’s commitment to you with the friendliest, most caring and highest standard of service.

Our Charter aims to be recognised as a benchmark in the mortgage and leasing industries for its integrated delivery of quality product and processes, first class customer service, protection of consumer rights and fulfillment of corporate community responsibilities.

1. Mortgage Industry Association Code of Practice

Austral is a full member of the Mortgage & Finance Association of Australia and endorses its Code of Practice which reflects our own standards of practice, disclosure and principles of conduct.

2. Your Information

We value the personal information you give us, be it on-line or in person, and will take all reasonable precautions to prevent unauthorised access to that information. We will not give your personal information to any other organisation for their marketing purposes.

We will, with your help, keep your personal information accurate, complete and up to date.

3. Austral Mortgage Products

We will always provide a range of flexible and competitively priced mortgage and leasing products and will ensure that your needs and circumstances are foremost when recommending a product to you.

4. Our Service

We guarantee that in all your dealings with us you will receive the highest and most professional service to ensure that the mortgage or leasing process is hassle free and enjoyable for you.

5. Accessibility

Austral staff are contactable Mon-Fri from 8.30am – 5.30pm. Should you call us, you will always speak with a person who will be able to direct your enquiry to the appropriate member of staff or take a message on their behalf.

We aim to respond to all phone and email enquiry within 24 hours of receipt. We will respond in detail, by phone or in writing, to all written customer enquiry within 5 working days.

We provide all your mortgage and leasing documentation in plain language.

6. Resolving Complaints

Whether you have a complaint or a comment, our aim is to ensure things get fixed quickly and fairly.

To assist with this we have a free and accessible internal dispute resolution process. If for any reason you are not satisfied with the outcome of this process our membership of Credit Investments Ombudsman (CIO) provides you with access to a free and independent external dispute resolution process.